Benefits of tenant involvement Listening to customers Gaining views from tenants is vital for Neighbourhood Services to obtain an understanding of customer needs and aspirations and to constantly enhance and improve services. We are committed to working in partnership with tenants to ensure they have the opportunity to influence decisions about the management of their homes and in the area they live and to ensure the services they receive reflect value for money. Involving tenants at a level they choose results in many benefits for both customer and landlord: n
to empower tenants to have a real say in how their neighbourhood service is delivered
n
to achieve a more responsive and improved service
n
to ensure that services provided reflect tenants’ needs
n
to enhance accountability by having diverse representation on the various involvement groups
n
to achieve continuous improvement in service delivery
n
to improve the community and environment and promote sustainability
n
improve communication between landlord and customer and strengthen awareness of each other’s perspectives, organisational and financial limitations
n
informed and knowledgeable tenants who have both the skills and confidence to influence decisions
n
building mutual respect and understanding
n
increased tenant satisfaction with homes and neighbourhoods
Simple changes can often make a significant difference to people’s lives. We aim to ensure that during the process of tenant consultation in relation to a particular topic or service, we listen to the information customers tell us and do something about it. Where this might not be possible, for example, due to lack of funding, we will endeavour to work with tenants to look at alternatives.
Transparent services We want to ensure our services are transparent and that Neighbourhood Services promote accountability to tenants. We therefore welcome feedback and involvement from all tenants in all aspects of our services whether this is through formal or informal involvement. Tenant contributions help us to improve our services to ensure we are an effective and efficient landlord.
26
